Our customers are high on the agenda top priority is our customers, and we are committed to always put prioritizing service & and support first. It is important for us to solve our customer’s issues quickly and whenever possible, personally.
It’s our goal to provide a smooth and intuitive in-product experience and a helping hand at any time.
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. Resolving our customer's issues promptly and personally whenever feasible is of utmost importance to us.
We strive to offer a seamless and user-friendly in-product experience along with dedicated assistance available at all times.
Response times
As soon as you raise a support ticket at yasoon, we will respond within 24 business hours from the time you raised the ticket.
Business hours
Our business hours are Monday – Friday, 8 AM – 7 PM CET.
yasoon is closed on major German Holidays.
Support
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channels
Whenever you need support, submit your request through our support system: yasoon Support.
However, repeating matters are already included in our documentation or the FAQ - section to provide helpful information in the first place. If you have any security, privacy or legal questions - you’re already in the right space here.
Scope of support
Support during installation & configuration (process)
Troubleshooting (Licenseslicenses, Appsapps' features, Installation installation process)
Identifying work arounds
Individual problem-solving approaches
Exclusion from support
Product training (excluding our partner trainings)
Non-valid and non-current license or inactive subscriptions
Non-yasoon apps
Confluence and Jira issues
Confluence/Jira versions that are no longer supported by the apps from yasoon
Client configurations that are not supported by the Confluence/Jira versions that the app is installed on,
Beta or development releases
Any language other than English or German
Bug fixing policy
Yasoon yasoon provides the products “as-is” and there is no guarantee a bug is getting fixed.
We regularly measure the impact of bugs and prioritize and fix bugs on our own timeline.
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An exceptions are security-related bug fixes that are fixed within a specific timeframe as described here: App security incident management guidelines.
Security Bug Fix Policy
We follow Atlassian’s Security Bug Fix Policy on how to solve security issues in our Cloud , Server and Datacenter apps.
Medium severity level
Medium severity vulnerabilities will be fixed within 8 weeks of coming to our knowledge and will be included in the next scheduled bug fix release.
High severity level
High severity vulnerabilities will be fixed within 6 weeks of coming to our knowledge and will be included in the next scheduled bug fix release.
Moreover, these types of vulnerabilities are explicitly reported on our release notes: Release notes
Critical severity level
Critical severity vulnerabilities will be fixed within 4 weeks of coming to our knowledge and will be released as a bug fix release as soon as possible.
Moreover, these types of vulnerabilities are explicitly reported on our release notes: Release notes
Furthermore we will send a Security Advisory email to all known customers and evaluators, i.e. the contacts for the licenses registered at my.atlassian.comData Center apps.